Visitor
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8 Messages
Requesting Exception: Honors S26 Ultra Pre-Order Trade-In ($1,100) due to Medical Emergency
I am a long-time Xfinity Internet customer attempting to port two lines from Google Fi and Boost Mobile. On March 10th (the last day of the S26 pre-order), I had two Samsung Galaxy S26 Ultras in my cart with the $1,100 trade-in credit applied to my two Galaxy A12s.
I was unable to finalize the purchase because my wife was unexpectedly hospitalized that same day. My priority was rightfully with her, but I missed the "submit" window by only a few hours.
I have since visited a store and spoken with supervisors, but I am being told the A12 is no longer eligible. I have physically verified that my devices are factory-unlocked and compatible. I am moving both lines to the Premium Unlimited plan as required.
Per the Xfinity Customer Commitment to "Make things right if we fall short," I am requesting a one-time executive override to honor the pre-order valuation that was in my cart during my family emergency. I want to bring this new business to Xfinity and look forward to your help.
Thank you, Dave
XfinityBrianH
Official Employee
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2.1K Messages
4 days ago
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user_q8ysqk
Visitor
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8 Messages
12 hours ago
Subject: UPDATE: Formal Documentation of Misrepresentation / Refusal of $25 Resolution
Public Record Update:
I am updating this thread to document a significant failure in the resolution process. Following a Direct Message with a representative, Xfinity has officially refused to honor the $1,100 per line ($2,200 total) pre-order promotion that was in my digital cart on March 10th.
The "Findings" are Factually Incorrect:
The representative stated that my trade-in (Samsung Galaxy A12) "would not qualify regardless of the promotion having ended." This is a blatant misrepresentation of Xfinity’s own published pre-order terms.
The "Any Galaxy" Rule: During the S26 Ultra pre-order window (Feb 25 – March 10, 2026), the primary Xfinity promotion was: "Get up to $1,100 off the new Samsung Galaxy S26 Ultra with trade-in of ANY Samsung Galaxy phone" on a Premium Unlimited line.
System Validation: My A12s were already validated and accepted by the Xfinity website when I added them to my cart on the 10th. The claim that they "do not qualify" is a post-deadline attempt to deny the offer.
Final Status:
Despite a documented family medical emergency (my wife’s hospitalization) that prevented the final click on the deadline day, Xfinity is choosing to ignore their Customer Commitment to "Make things right." Offering a $25 credit for a $2,200 loss is a dismissal of a customer in crisis.
Because Xfinity is now providing factually incorrect information to justify denying an accepted promotion, I am immediately filing:
A Formal Notice of Dispute (addressed to the Legal Dept in Philadelphia)
A Consumer Complaint with the Maryland Attorney General (Consumer Protection Division)
A Complaint with the FCC regarding Deceptive Trade Practices
I have attached the screenshot of the representative's "findings" as proof of this misrepresentation. I will now wait for a response from your legal or regulatory team.
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user_q8ysqk
Visitor
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8 Messages
12 hours ago
Attached screenshots showing no resolution.
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user_q8ysqk
Visitor
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8 Messages
7 hours ago
Can't post transcripts sorry.
So what was said from the corporate office was the promotion never offered a trade value for my phone therefore nothing can be done and sorry.
This is incorrect information regarding the promotion that was offered.
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